Remote Senior CX Leader for Growth & Loyalty

Tecovas; Austin (TX); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Insurance plans

Paid Parental Leave

Flexible PTO policy

Corporate wellness program

Generous employee discounts

Job summary

Tecovas is seeking a Senior Customer Experience Manager to lead a large team of CX Associates and Team Leads within our in‑house CX organization. You will own the service model, standards, and the investment case behind them while partnering with CX Operations, Enablement, Ecommerce, Marketing, Merchandising, and Retail.

You will drive loyalty, exchanges, and repeat orders by delivering Radical Hospitality in every interaction.

Qualifications

• 8+ years in customer service or contact center operations, including managing managers.
• Direct‑to‑ consumer retail or ecommerce background preferred.
• Ability to grow revenue through service while protecting customer trust.
• Comfort presenting to and influencing executive leaders.

Responsibilities

• Lead a large team of CX Associates and Team Leads in house to deliver Radical Hospitality.
• Own the CX service model, standards, and investment case behind them.
• Partner with Ecommerce, Marketing, Merchandising, Retail, and CX Operations to integrate CX into the customer journey.
• Drive contact‑influenced revenue and improve metrics like exchange‑to‑refund and repeat purchase rate.
• Oversee labor budget, payroll, staffing, and wage‑hour compliance across a multi‑state remote workforce.
• Develop frontline leadership, hiring strategy, and career paths for progression.
• Act as the CX decision‑maker with cross‑functional teams and escalate to executives when needed.

Skills

People leadership

Customer service strategy

Remote workforce management

Executive communication

Job description

Tecovas is seeking a Senior Customer Experience Manager to lead a large team of CX Associates and Team Leads within our in‑house CX organization. You will own the service model, standards, and the investment case behind them while partnering with CX Operations, Enablement, Ecommerce, Marketing, Merchandising, and Retail.

You will drive loyalty, exchanges, and repeat orders by delivering Radical Hospitality in every interaction.